I’ll preface this by saying I’m partly to blame, but I’m leaving 1 star because Switch needs to update their check-in system.Over the Easter long weekend we waited over 1.5 hours to be served (it’s Easter, everyone arrived at the same time - I get it), then couldn’t collect our hire car due to an issue with the main driver’s name on the booking (my fault). The staff were kind and patient throughout, despite a lot of frustrated customers. We had to leave without the car, losing money (we didn’t get a refund) and around 2 hours of travel time plus Uber costs through the brokerage we’d booked through.For context, today we hired through Europcar and were in and out in under 5 minutes.For Switch specifically: if you require a passport and multiple documents to be emailed in advance, ask for them beforehand and build an online check-in system. It’s 2026, nothing should be this manual. Many people were turned away not because the requirements aren’t on the website, but because they weren’t reminded or updated before the collection date. More persistent pre-collection comms would save both staff and customers a lot of trouble.I recognise this is more a customer awareness issue than a reflection on the staff or the Heathrow branch, but when the same problem is affecting a large number of customers it becomes a system issue and warrants an internal process review.
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Switch is a new vehicle rental brand from Scot Group Ltd which operates the Thrifty network throughout the UK. Switch is a sister brand to Thrifty and offers flexible car and van rental services to businesses and personal customers with a focus on responding to the quickly changing needs of the market, while delivering complete customer satisfaction.
Switch currently operates in over 80 locations in the UK and has a fleet of over 20,000 vehicles.
Whilst Switch is brand new, it's backed by over 50 years of rental experience.See more
